In order to provide different services for the customers, banks embark on a multimedia contact center. Considering that, in this center, where several services such as transferring money, getting statement information and asking for check books are provided, the authentication is of high importance. How to allocate the appropriate authentication method for each customer is one of the challe...

Abstract In the development of mechatronic systems, it is important to differentiate products be developed from those competitors, but also own product generations already available on market. However, there are uncertainties regarding correct features differentiated customer and user perspective how these should designed. Nevertheless, despite high impact, decisions must taken early in process...

introduction: nowadays, organizations perform segmentation of their customers in order to maximize profits and minimize costs. however, in addition to segmentation, an optimal combination of the customers, i.e. the number of the customers or their percentage, is required to be specified in order to invest on development of products and services. in this study, by maximizing the customers’ satis...

Customer satisfaction is the level at which perceived performance of product will match expectations a customer. PT. Astra International Tbk-Daihatsu company that runs in automotive field This study was conducted workshop division because it has very high target customer index 93. In addition, failure reaching March  represents gap between customers and company’s service. Also, employe es servi...

This study aims to explain the antecedents of B2B customer satisfaction in pharmaceutical industry Jordan. The mainly investigates direct role social media marketing on pharmacy staff through lenses Kano model, value creation, and transaction efficiency. Purposive sampling was used collect data from 573 staff. Structural equation modelling regression analysis were assess constructed model’s val...

Abstract The purpose of the research is to examine perception customer service. Importance Performance Analysis (IPA) used determine relationship between importance and quality performance attributes. Kano Model trying classify groups goal combining these approaches recognize that service attributes need increase satisfaction retain characteristics maintain satisfaction. This uses aspect Gronro...

Recent studies show that products and services hold great appeal if they are attractively designed to elicit emotional feelings from customers. Kansei engineering (KE) has good potential to provide a competitive advantage to those able to read and translate customer affect and emotion in actual product and services. This study introduces an integrative framework of the Kano model and KE, applie...

Recent studies show that products and services hold great appeal if they are attractively designed to elicit emotional feelings from customers. Kansei engineering (KE) has good potential to provide a competitive advantage to those able to read and translate customer affect and emotion in actual product and services. This study introduces an integrative framework of the Kano model and KE, applie...

A blind box economy has emerged in 2019, reflecting new consumption psy-chology among the young Z generation. Based on previous studies Customer Perceived Value (CPV), customer satisfaction, and loyalty, this study analyzes 12 characteristics, 5 CPV, loyalty via questionnaires interviews. Better-Worse Coeffi-cient analysis, characteristic, Kano attribute classification of CPV are used to determ...